4.3.2. Sample Questions - Domain 2: Instance Configuration

Scenario: You are presented with questions related to configuring the ServiceNow instance, including installing applications, personalizing/customizing the UI, and understanding different user interfaces.

Question 1:

A new business unit requires an application within ServiceNow to track their specific project requests, which is not covered by the existing ITSM modules. The administrator wants to add this functionality. Which administrative action is the most appropriate first step to enable this capability?

A) Create a new custom table and associated forms directly in the core UI. B) Activate a new plugin or application from the "All Applications" module. C) Develop a new custom application using App Engine Studio. D) Request ServiceNow support to install a new instance.

Correct Answer: B

Explanation:

• A) Create a new custom table and associated forms directly in the core UI: While this is a possibility for truly unique applications, the question implies a "new business unit" and "project requests," suggesting a common business need that might have a pre-built solution. Building from scratch should follow the "Configuration over Customization" principle (1.2.2) and be a last resort.
• B) Activate a new plugin or application from the "All Applications" module: ServiceNow offers a wide range of pre-built applications (plugins) for various business domains, such as IT Business Management (ITBM) which includes Project Portfolio Management. Activating an existing application/plugin is often the most efficient and adherence-to-principle way to add major functionality, as it leverages tested, upgrade-safe code.
• C) Develop a new custom application using App Engine Studio: App Engine Studio is used for building custom applications when a pre-built plugin doesn't exist. This would be the next step if no suitable plugin is found, but activating an existing solution is generally preferred first.
• D) Request ServiceNow support to install a new instance: Installing a new instance is for completely separate environments, not for adding functionality within an existing instance.

Question 2:

A user reports that a field they frequently use on a form is hidden, but only when a specific condition is met. They want the field to always be visible, regardless of the condition. As an administrator, where would you investigate this behavior first?

A) The user's personalized form layout. B) A conflicting Client Script on the form. C) A UI Policy configured for that table/form. D) An Access Control List (ACL) on the field.

Correct Answer: C

Explanation:

• A) The user's personalized form layout: User personalization can hide fields, but it typically does so permanently, not conditionally.
• B) A conflicting Client Script on the form: Client Scripts can dynamically hide/show fields, but UI Policies are the declarative, no-code way to do this and should be investigated first as per the "Configuration over Customization" principle (1.2.2).
• C) A UI Policy configured for that table/form: UI Policies are specifically designed to dynamically change form field behavior (including visibility, mandatory, read-only) based on conditions. This is the most likely cause for a field being conditionally hidden.
• D) An Access Control List (ACL) on the field: An ACL controls read access to a field. If an ACL denies read access, the field (and its data) would be completely invisible or unreadable, not conditionally hidden based on other form field values.

Question 3:

An administrator wants to apply a specific company logo and color scheme to the ServiceNow instance's user interface. Where should they configure these changes to ensure they apply globally to all users and align with the organization's branding?

A) Individual user preferences. B) System Properties. C) UI Policies. D) Themes.

Correct Answer: D

Explanation:

• A) Individual user preferences: User preferences are for personalizing an individual's experience; they would not apply a global logo or color scheme.
• B) System Properties: While some global settings are managed via System Properties, branding elements like logos and color schemes are more specifically managed through Themes.
• C) UI Policies: UI Policies are for dynamic form behavior and do not control global branding elements like logos or themes.
• D) Themes: ServiceNow Themes provide a centralized way for administrators to apply global branding (logos, colors, fonts) across the instance's user interface. This ensures a consistent look and feel for all users.

Question 4:

A ServiceNow administrator needs to make changes to a form layout that will affect all users when they access records in the Incident table. Which tool should the administrator use to modify the default layout of the Incident form?

A) UI Policy. B) Client Script. C) Configure Form Layout or Form Design. D) User Preferences.

Correct Answer: C

Explanation:

• A) UI Policy: UI Policies are used for dynamic form behavior (e.g., making fields mandatory based on conditions), not for defining the static layout (which fields are visible, their order, sections).
• B) Client Script: Client Scripts are used for scripted dynamic client-side behavior, not for defining the static layout of a form.
• C) Configure Form Layout or Form Design: These are the dedicated administrative tools for defining which fields appear on a form, their order, and how they are grouped into sections or tabs for specific views. Changes made here affect all users (or those using a specific view).
• D) User Preferences: User preferences allow individual users to personalize their own form layouts, but these changes do not affect other users.

Question 5:

A user's home page contains several reports, but the user wants to rearrange them and add a new report to their personal home page. Which feature should the user utilize?

A) Homepage Dashboard personalization. B) The "Configure Form Layout" tool. C) Request a new custom dashboard from an administrator. D) Modify the system's global dashboard properties.

Correct Answer: A

Explanation:

• A) Homepage Dashboard personalization: ServiceNow allows individual users to personalize their own homepages (often referred to as dashboards) by adding, removing, or rearranging widgets (including reports). This is a user-level personalization feature.
• B) The "Configure Form Layout" tool: This tool is for configuring the layout of forms, not dashboards or homepages.
• C) Request a new custom dashboard from an administrator: While administrators can create and share dashboards, the question implies the user wants to modify their own personal home page, which is a self-service capability.
• D) Modify the system's global dashboard properties: This would affect all users globally and is an administrative action, not a user-level personalization.